Central Databases?

[heatherad]

Might be a good idea to remove your casino login name from your post

[Norseman1]

If thats the best they can come up with then i would remove my deposit alex and play at a more trustworthy site .

[Alexishot69]

So i wrote yet another email to the palace group as i played at JPIAF heres the email i wrote this time...


Sorry for concacting u again. However i feel i must as according to another mg casino my name appears on a responsible gaming database now as ive only played with urselves and 32red it dosent take a genius to work the rest out. I specifically asked for my acct to be closed as i was unhappy with the % payout no other reason so please can u amend this ludicrous situation plz

Hi there Alexandra,

Thank you for contacting The Palace Group.

As mentioned to you before, we have not added you to any list. We merely closed your casino account as requested.

Should you require any further assistance, we are available 24 hours a day, 7 days a week, for your convenience.

Kind regards,

Lee-Anne

Guest Services

So theres something a bit far fetched here as i know it wasnt 32red that done this so obviously theres amistake somewhere along the line which needs addressing ..be interesting to see the outcome of this.

[Rusty]

Why is it you were able to deposit, have they said?
Have you had your deposit returned to you yet or have they asked you how you would like to be refunded?

If it was about responsible gaming then you should not of been allowed to deposit in the first place and even after you did you should have received a full explanation of why your account was locked and an explanation as to how your deposit would be returned.

Surprised at Simmo's stance on this as I agree with him usually, people do work over Xmas you know Simmo, it is not unheard of.
They could at least pay to have someone on call.

Sorry you had such a crappy deal over Xmas Alexis

[AussieDave]

Key staff are those necessary to handle the basic operational needs of the casino - which include support, processing, and fraud. At the very least, someone who can make any operational decisions.

Don't mean to steer this OT. But these are some of the truest words written.

I've been bangin this drum for years. If online casinos want to be considered equal to their land based counterparts then it's about time they lose the Mon-Fri 9-5 mindset.

To me the most frustrating thing is being told by support that no one can take care of this issue. It has been escalated to such and such who can only deal with this Monday morning. Which is normally followed by this response...You have to understand Sir it's 4:30am and no one here has the authority to make this decision.

Even with VIP status I've coped the same BS.

I suppose if nothing changes nothing changes. Meaning if people accept this from online casinos then they ain't going to rectify the obvious problems with out of business hours & their supposedly 24/7 support.


Cheers

T

[Alexishot69]

Why is it you were able to deposit, have they said?
Have you had your deposit returned to you yet or have they asked you how you would like to be refunded?

If it was about responsible gaming then you should not of been allowed to deposit in the first place and even after you did you should have received a full explanation of why your account was locked and an explanation as to how your deposit would be returned.

Surprised at Simmo's stance on this as I agree with him usually, people do work over Xmas you know Simmo, it is not unheard of.
They could at least pay to have someone on call.

Sorry you had such a crappy deal over Xmas Alexis

The answer to all these are as much a mystery to me now as they were when my acct was locked on xmas eve..if this was as you rightly say an issue then they shouldnt be allowed to take deposits yet to be honest as i keep saying theres obviously an error here and im the player suffering...this has been in my honest opinion handled scandalously badly from the casinos end and should serve as a warning oto other layers thinking of playing there..

[Simmo!]

Surprised at Simmo's stance on this as I agree with him usually, people do work over Xmas you know Simmo, it is not unheard of.
They could at least pay to have someone on call.

I guess it's because I've run a couple of businesses and done the whole call-out thing so I see the problem from a business angle. And I know how important it is to keep your employees happy too. In general, you have to balance keeping the business functional, customers happy and staff happy so there have to be lines drawn, and as I said before you can't keep everyone happy all the time.

In the case of casinos, I know security is kept very seperate from support for obvious reasons. I also think that in the case where a new player is flagged up as a potential security risk, on balance, a casino might decide that it makes better business sense to let the security staff have Xmas off on the basis that these problems can generally wait 3 or 4 days. You will generally find the same thing happens at weekends with security and accounts staff.

Or look at it this way: if you ran a casino, would you want to interrupt a member of your staff's Xmas and get them to go in to investigate a new player with a £50 deposit (no offence Alexis), or would you just say don't worry - it can wait for 3 days? Some will, some won't.

Don't get me wrong here - I think Alexis has a legitimate complaint. What the casino did wrong here was not to email the player immediately, explain the situation and apologise. Where I decided to speak up was when it was suggested that all the staff, not just support, should work Xmas in order to cater for every eventuality that could, maybe, crop up.

I'm not saying I'm right. It's just that I think people tend to forget that nasty evil casinos employ real people like you and me too. And sometimes, those people deserve a break.

Just my take - that's all

[AussieDave]

Where I decided to speak up was when it was suggested that all the staff, not just support, should work Xmas in order to cater for every eventuality that could, maybe, crop up.

Everyone is entitled to express their opinion and views.

However I'm sorry but I see this as a much larger picture. Something I don't think you've spared the time to really think about.

I'll reiterate a previous statement I made:

To me the most frustrating thing is being told by support that no one can take care of this issue. It has been escalated to such and such who can only deal with this Monday morning. Which is normally followed by this response...You have to understand Sir it's 4:30am and no one here has the authority to make this decision.

It's just that I think people tend to forget that nasty evil casinos employ real people like you and me too. And sometimes, those people deserve a break.

Everyone deserves a break, or holiday. However that's not the issue here.

Let me put it another way a more personal example...

Simmo is driving along the M5 and his car breaks down, it's Christmas eve. He phones the auto club that is supposed to cover him for 24 hour road side assistance. However the customer support rep after hearing he is broken down on the motorway and needs assistance, tells Simmo she is really sorry but it's Christmas and no one can help him. Please be patient we'll attend to you sometime after Christmas.

Now putting this back into relationship of an online casino, which btw this casino in question claims to offer 24/7 support. Last time I checked they accepted wagers all year round.

Why then is it OK for the casino to not at least have a skeleton staff manning operational sections such as player security and other important player support? I'm sure if the server crashed or the payment gateway went ass up in the middle of Christmas dinner that would be sorted out ASAP - as far as I'm aware CSR's are not network engineers or web developers. So someone would be called in to fix the issue.

You see the issue here isn't something that players have placed onto the casino(s), it's a problem that has been manifested by the casinos themselves.

If you going to run an online casino that is open for business 24/7, then in my book, you also need to supply the complete gambit of operational personnel - even if it's only a skeleton staff or at least have someone on the floor that has to power to make operational decisions and choices.

Otherwise your not only doing your players an injustice but also your business & reputation.


Cheers

T

[vinylweatherman]

This is probably an entirely MGS issue. Palace Group may not have added names to any database, central or otherwise, but the mere act of account closure could have triggered MGS to itself log Alexis down as a "problem gambler", even though the actual reason for shutting the JPIAF account was down to poor payout percentages.

This shows that CS handled it even more spectacularly badly than at first thought, making Alexis spend Xmas thinking she was a fraudster in the eyes of online casino land, but all that had really happened was an overactive central database taking fright at a £50 deposit.
Assuming this latest reason is true, there is still an inconsistency in that a "problem gambler" even made it as far as the banking pages, surely the account lock should have been nearly instant, with a proper explanation offered, and THEN Alexis told that MGS could only review the case on Monday.

This problem is likely to affect EVERY new account Alexis opens, it may not necessarily be restricted to MGS powered casinos. It all depends on who runs this "problem gambler" database, and which casinos subscribe to it.
This case seems to show that addition to the "problem gambler" database is not done by a casino, but is a somewhaautomated process driven by certain criteria, one of which seems to be asking for another casino account to be closed. Since Palace Group did not add Alexis to the database, then none of the circumstances should have found their way onto it, so it does seem driven by account closure requests alone. It may also be that Palace Group did more than claimed, and did indeed lodge the closure request "centrally" in some form or another, without realising this would lead to this odd occurance with a new MGS casino.

I generally NEVER request an account to be closed, even though I let it linger for years unused (and with a zero balance). This should protect me from this kind of "flagging", as well as make it easier to keep track of accounts so that I do not fall into the trap of opening a "new" account years later at a casino where I have previously closed an account, and get trapped in the "multiple accounts" issue.

[chuchu59]

After reading this thread, the best way I can put it is.....

The Gas station is open, but sorry, there is no gas!

Or maybe the gas station is open, gas is available but nobody is here to pump it for you so help yourself but wait the pump is locked